Senior Product Support Engineer, AI at Komodo Health

, , United States -

Full Time

Start Date

Immediate

Expiry Date

19 Jan, 26

Salary

135000.0

Posted On

21 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

SQL, Python, Data Analysis, AI, Healthcare Data, Troubleshooting, Root Cause Analysis, Large Language Models, Technical Project Leadership, Cross-Functional Collaboration, Incident Management, Data Validation, Customer Support, Mentorship, Feedback Loop, Diagnostic Tools

Industry

Software Development

Description

We Breathe Life Into Data At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way. The Opportunity at Komodo Health: At Komodo Health, we are on a mission to reduce the global burden of disease. This senior role is at the forefront of applying next-generation AI to complex healthcare challenges. You will become the leading expert on Marmot, our new AI platform built on frontier AI models - in addition to other products as needed, ensuring it delivers reliable and trustworthy insights from our industry-leading healthcare map. Team: The Customer Support team ensures client success through expert technical support. As the Tier 3 lead for AI, you will pioneer the support function for this new technology, establishing new diagnostic methodologies for a product built on a foundational LLM and mentoring a global team on its complexities. Mission: Your mission is to elevate the technical expertise of the entire Customer Support organization. As a senior leader, you will orchestrate critical service incidents, mentor our global team, and solve our most complex escalations. You will work cross-functionally with our retention, data, product and engineering teams to unblock and move customers forward. You will pioneer a new level of value by establishing deep customer trust in our AI-driven products, acting as the ultimate data detective to validate their outputs and bring an unprecedented level of data expertise to our customers. Looking back on your first 12 months at Komodo Health, you will have accomplished… Established deep trust in Marmot's outputs by becoming the go-to expert for validating and explaining the data behind any AI-generated insight, effectively becoming the human "source of truth." Taken full ownership of the new incident management program, driving its maturity and adoption across the organization, and demonstrably improving key metrics like Mean Time to Resolution (MTTR). Created a robust feedback loop that translates complex data investigations and reported AI behaviors into clear, actionable recommendations for our Product and Engineering teams. Elevated the technical capabilities of the global support team through direct mentorship, the development of new troubleshooting playbooks, and by leading knowledge-sharing sessions. These are the essential job duties you will be responsible for … Lead deep-dive data investigations to validate or disprove AI-generated outputs using expert-level SQL and Python, tracing insights back to the source data in our Healthcare Map. Own, operate, and continuously improve the enterprise-wide incident management program, facilitating post-mortems and ensuring preventative measures are implemented. Triage and analyze complex product behaviors to differentiate between data discrepancies, prompt-related issues, and potential bugs in the underlying model or application. Serve as the primary technical support liaison to the AI/ML Engineering and Product teams, providing structured feedback and analysis on model performance in real-world customer scenarios. Architect and build out our knowledge base with content focused on data validation techniques and troubleshooting methodologies for the Marmot platform. What you bring to Komodo Health (required): Expert-level proficiency in SQL for querying and analyzing complex, large-scale relational databases. Deep familiarity with the US healthcare data ecosystem (e.g., medical/pharmacy claims, EHR). This is a foundational requirement. Proficiency in a scripting language, preferably Python, for data analysis and automation. A proven track record of troubleshooting complex, data-intensive products, with a talent for root cause analysis in "black box" systems. A strong aptitude for and interest in learning the fundamentals of Large Language Models (LLMs) and generative AI. Demonstrated ability to lead technical projects and influence cross-functional teams. A strong sense of ownership and experience scaling support processes in a fast-paced environment. Expectations of AI Use in this role (required): Proactive Trend Analysis: You are expected to actively use AI tools for meta-analysis of incident reports and customer interactions. Your primary goal is to identify and report on subtle patterns in model behavior before they escalate into widespread issues. Force Multiplication through Tooling: A core responsibility is to build and deploy internal diagnostic tools using various LLM APIs. These tools must serve as "force multipliers," enabling our Tier 1 and Tier 2 teams to resolve common issues with greater speed and autonomy. Strategic Translation & Reporting: You will leverage AI to synthesize complex, technical findings into concise, high-impact summaries for Product and Engineering leadership. The expectation is not just to report data, but to translate it into strategic recommendations that directly influence the product roadmap. Additional skills and experience we’d prioritize (nice to have)… Direct experience supporting products built on foundational AI models. Experience with AI ethics and data privacy considerations in a regulated industry. #LI-Remote The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands. The starting annual base pay for this role is listed below. This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy. San Francisco Bay Area and New York City: $124,000—$135,000 USD All Other US Locations: $108,000—$135,000 USD Komodo's AI Standard At Komodo, we're not just witnessing the AI revolution – we're leading it. This is a pivotal moment in time, where being first to market with AI transforms industries and sets the bar. We've already established industry leadership in leveraging AI to revolutionize healthcare, and we expect every team member to contribute. AI here isn't optional; it's foundational. We expect you to integrate AI into your daily work – from summarizing documents to automating workflows and uncovering insights. This isn't just about efficiency; it's about making every moment more meaningful, building on trust in AI, and driving our collective success. Join us in shaping the future of healthcare intelligence. Where You’ll Work Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options. What We Offer Positions may be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors. Equal Opportunity Statement Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Responsibilities

Lead deep-dive data investigations to validate AI-generated outputs and own the incident management program. Serve as the primary technical support liaison to the AI/ML Engineering and Product teams.